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Cannot download Fidelity updates: Quicken ticket #12266898/CTP-16491

thebenskys

August 20 was the last date I was able to download Fidelity updates. All other updates are working.

Quicken Assist said it was therefore probably a Fidelity problem. But the Fidelity online representative said Quicken has already opened an incident report:

Quicken ticket #12266898/CTP-16491

The rep added that Fidelity is also aware of the problem and is working with Quicken to resolve it.

Please advise/confirm.

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NotACPA

More info needed, particularly since I'm also a Fidelity client and haven't had any problem downloading from them.

So, when you click HELP, About Quicken … what shows as your Product, Version, and "Subscription Valid until …" date?

What types of Fidelity accounts do you have in Q?

Are you getting any error codes, or messages … or is just nothing happening?

Have you gone to Fidelity's website and confirmed that there's something TO download?

Are you getting quote downloads from Fidelity?

Boatnmaniac

I have Fidelity accounts, too, and have had no issues downloading from Fidelity.

In addition to what is asked above, go to Tools > Account List and for each Fidelity account what does it show in these columns?:

Transaction Download
Last Download
Financial Institution (be exact)

If you don't see one or more of these columns in Account List: Click on the Options button below the Account List and make sure these columns are checked.

JeremyASV

I've been having issues too, Quicken for Mac.

NotACPA

@JeremyASV I'll suggest that you start a counterpart thread in the QMac forum … as suggestions here will be QWin oriented and not particularly pertinent to QMac.

thebenskys

Sorry, I should have mentioned that for the last week, after running updates, Quicken reports that it could not download all five Fidelity accounts "due to an unknown error." That was still the case August 30. All other accounts download.

August 27 I contacted Fidelity tech support and that's when they told me about the ticket Quicken had opened and provided me with the ticket number.

All five accounts are investment accounts. I also have Fidelity credit card accounts. Those still download, I think because Fidelity itself does not manage those accounts, Elan credit card services does.

I just chatted with Oscar on the support chat line. He told me the ticket is still "open and under review." He had no timeline, but he said I would get an email when the problem had been resolved.

NotACPA

Please respond to the specific questions that @Boatnmaniac and I asked. We need that info to diagnose your issue.

BTW, we're other users, not Q Support … so we don't have access to your Support ticket info

thebenskys

Sorry again for the delay. Thanks for any help you can provide.

Product: Quicken Classic Premier

Subscription - up to date, renews January 2027

There are transactions to download

Error code CC-501, "unknown error. Just tried with same result.

All 5 accounts are investment accounts (two credit card accounts are in another file; again they are downloading).

thebenskys

Apologies again for the delay; thanks for any assistance you can provide.

For all five accounts:

Transaction Download: Yes (Express Web Connect +)

Last download: August 16 (All non-Fidelity accounts: September 4)

Financial Institution: Fidelity Investments

Boatnmaniac

All 5 accounts are investment accounts two credit card accounts are in another file; again they are downloading).

Did you set up the 5 investment accounts for downloading first and then later, in that other file, did you set up the 2 credit cards for downloading?

If so, did this issue in the 1st file then start occurring after you set up those 2 card accounts for downloading?

If so, when you set up the 2 credit cards for downloading, during the authorization process you would have had to select which Fidelity accounts were to be downloaded into this 2nd file. Did you select only those 2 credit cards accounts for downloading?

If so, then that is likely the reason causing your investment accounts in the 1st file to not download during OSU and to get that error code. The authorization/reauthorization process is where we tell the financial institution we are authorizing them to share our information for the selected accounts. The FI then applies this authorization to every data file that uses that same FI login for downloading. So, when in the 2nd file only the credit card accounts were authorized for data sharing it was telling Fidelity to stop sharing the investment accounts data with any data file.

The fix is not difficult.

Back up the data file with the investment accounts.
For each and every Fidelity account in that file: Account Register > upper right Gear icon > Edit Account Details > Online Services tab > Deactivate > Yes.
After all the Fidelity accounts have been deactivated: Tools > Add Account > Fidelity Investments > follow the prompts to reauthorize Fidelity to share your data with Quicken (or Intuit, the aggregator) > make sure you select all of the accounts you have at Fidelity….both investment accounts and the 2 credit card accounts you want downloaded into the other file > when prompted on what to do with the data that gets downloaded > select Do Not Add for the 2 credit cards >make sure to Link the other downloads to the accounts you already have in Quicken.

If my assessment is correct, then this should resolve the downloading issue with this data file.

Then open the data file with the 2 credit card files in it and run OSU. It should work correctly without needing to do anything because you just reauthorized Fidelity to download all of your Fidelity accounts (which includes the credit cards) and your credit cards are already set up in Quicken for downloading.

If (and I don't think it will) during OSU in this 2nd file the investment accounts also download, when prompted just make sure to select Do Not Add for each of them….and if prompted, make sure to Link the credit card data to the 2 credit cards that are already set up in the file.

Let me know if this resolved the issue for you.